VoIP Engineer - L1

RepairDesk is a modern repair shop management software with 40+ powerful integrations and modules. The software is customisable to meet the workflows of single-store, multi-store, and franchise repair businesses in various industry verticals. Available in 30+ languages, RepairDesk is trusted by over 3,000 businesses globally, helping them save time, manage inventory, and run profitable repair stores.

Tasks

• To successfully onboard new customers onto our platform, providing full setup and training for best use and management.


• Provide first line support to end users for fault fixing as well as general maintenance and management


• Collaborate with vendor (Plivo / Twilio) for Port-In requests and cross-functional teams to ensure seamless implementation of VoIP systems.


• Provide implementation support to end users that involves setting up 3cx account & assist in the installation, configuration, and maintenance of VoIP equipment (IP Phones)


• Provide training to end-users on the proper use of VoIP systems (3cx portal)


• Provide on going support to end users for VOIP System, VoIP equipment (IP Phones) & respond to and resolve customer inquiries and problems related to VoIP services via phone, email & chat.


• Document and update technical procedures, troubleshooting guides, and knowledge base articles.


• Participate in on-call rotations to address urgent VoIP issues outside of regular business hours.


• Implement and manage VoIP security measures to protect against potential threats.


• Maintain accurate records of support tickets, resolutions, and system changes in CRM.


• Monitor and analyze VoIP network performance, identifying and resolving issues to maintain optimal service quality.

Requirements

• Bachelor’s degree in information technology, computer science, or a similar field.


• Have a working experience and proficiency on VOIP Systems (3cx) & VOIP Equipment (Yealink, Panasonic, Grandstream)


• 2+ years of experience in client-facing roles.


• Possess knowledge of VoIP systems and IP Protocols.


• Ability to work well under pressure and to tight deadlines


• Professional approach to problem solving using analytical skills and excellent communication with both written and verbal English


• Timekeeping and flexibility to working patterns


• Knowledge of computing, networking, telecoms industry and products


• Experience working with international technical teams

Shift Time: 7 pm to 4 am (Pakistan Time)

Onsite (Monday to Friday)

Location: Jeff Heights, Gulberg III (Lahore)

Benefits

• Health Insurance (IPD)- Self, Spouse & Children


• Maternity & Paternity Benefits


• Provident Fund


• Paid Leaves (Casual, Medical & Annual)


• Profit/Stocks Sharing Plan (Tenured Employees)